Latest Contact Center Best Practices

Agent attrition has been a long-standing issue within the contact center space, and continues to be a major pain point today despite recent advancements in technology and employee work environment. In fact, according to Contact Center Pipeline's recent survey, "Contact Center Challenges and Priorities", high attrition is said to be the biggest challenge for contact centers in 2016, especially for larger call centers over 500 seats. But what is causing these employees to leave? What are the costs that call centers are incurring as a result of high employee turnover rates? And more importantly, how can businesses help minimize this issue within their contact centers? Check-out our recent infographic “Agent Retention for Your Contact Center”!

Costing roughly $5,800 annually, employee acquisition and development is one of the more expensive and time-consuming line items on any company balance sheet. As it relates specifically to the
call center space, an industry that has long been associated with extremely high employee turnover rates and low employee engagement, many managers have increasingly sought to mitigate the impact of low
employee retention by enhancing the quality of their training programs. And with just a moderate 2% increase in employee productivity generally covering the entire cost of any training initiative, it’s hard to argue against the investment.